Experience in managing customer-facing cases throughout the support lifecycle.
Basic Linux systems knowledge.
Basic familiarity/knowledge of scripting languages (preferably Ruby or Bash).
Basic understanding of Git.
Ability to communicate technical topics to customers and coworkers of varying technical skill level.
Responsibilities:
Support a mix of Self-managed and GitLab.com (SaaS) customers and resolve their issues via Zendesk tickets, merge requests, email and video conferencing.
Collaborate with Product, Development, Infrastructure, Customer Success, and Sales Teams to improve features and fix bugs.
Create and update documentation based on customer interactions.
Collaborate with Support team members and other GitLab colleagues.
Participate in on-call coverage providing emergency support.